Research & Publication Project Manager at Rouya overseeing research projects and writing publications. Focusing on strategic research frameworks, knowledge management, and publication development.
About the role
- Leading transformation of customer experience at Kovi by implementing structural process reviews and complex projects. Focused on improving efficiency and customer satisfaction while ensuring financial sustainability of operations.
Responsibilities
- Lead the transformation of the customer experience through structural process reviews and implementation of complex projects.
- Ensure smoother, more efficient and scalable journeys, driving continuous improvement in customer experience and raising satisfaction metrics (CSAT).
- Ensure the financial sustainability of the operation by reducing costs (unit cost), optimizing volumes (deflection, CPB, CR) and maximizing operational efficiency (productivity, TMA, TME).
- Manage end-to-end process improvement projects, from diagnosis to implementation.
- Perform complex diagnostics using quality methodologies (DMAIC, PDCA, Ishikawa), identifying root causes of inefficiencies, costs and customer dissatisfaction.
- Map processes and journeys (AS-IS) and redesign flows (TO-BE) with a focus on reducing effort for both customers and agents.
- Analyze and act on operational and experience metrics (TMA, TME, FCR, repeat calls, CPB, CSAT and cost per ticket).
- Build business cases for improvements and automations, projecting ROI and payback.
- Design and optimize decision flows and automations in digital channels (Cognitive IVR, chatbots) and CRM (Zendesk).
- Facilitate workshops and collaborative dynamics (Design Thinking, Kaizen) to solve cross-functional problems.
- Work integrally with Technology, Product, BI and Operations teams, monitoring post-implementation performance.
Requirements
- Bachelor's degree completed (Engineering, Business Administration, Economics or related fields). Postgraduate degree or MBA is a plus.
- Experience in process management and project management, with an analytical, proactive and hands-on profile.
- Systemic view of operations and business, with good communication skills and the ability to influence stakeholders.
- Mastery of continuous improvement and project management methodologies.
- Advanced Excel or Google Sheets skills.
- Experience with CRM (e.g., Zendesk) and process-mapping tools (Visio, Bizagi, Miro).
- Experience in CX operations, startups, or cost-reduction and contact-deflection projects is a plus.
Benefits
- Life Insurance: To take care of our greatest asset—our Kovers.
- Health Insurance: Because it’s important to take care of your health.
- Dental Plan: So you can keep smiling!
- Flash Card: Your meal and/or food allowance on a single card.
- Partnership with SESC: Eligibility for the benefit after 90 days of employment.
- Commuting allowance or fuel allowance: You choose how you get around.
- Parents and children: Childcare assistance, extended maternity leave of 180 days and extended paternity leave of 20 days.
- Wellhub: All Kovers are entitled to exercise with part of the cost subsidized by Kovi.
- Kovenção: A company-wide meeting where Kovi leadership updates everyone on business status.
Job title
Job type
Experience level
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